Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Robot Management and Configuration Guide/ Operator: Configuring a Common IVR/ Configuring Robot Tracking
Updated on 2024-10-12 GMT+08:00
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Configuring Robot Tracking

After the IVR is referenced by an agent, the agent can view the detailed information about the IVR flow in the contact record.

Prerequisites

A published IVR flow exists, and the Call Transfer diagram element has been configured.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Chatbot Management > Flow Configuration.
  2. Choose System > System Settings and click the Track Settings tab.
  3. On the Tracking Robots tab page, click .
  4. Select a robot access code and click Confirm.

    A maximum of 20 robot access codes can be added.

    If neither the flow access code nor the flow track is configured, the IVR flow is empty in the contact record.

Follow-up Procedure

After the IVR bound to the traced flow access code is used by an agent, choose Customer Contact History > Contact Record, click the call SN of the corresponding contact record to access the contact record details page, and click View Current Flow Track to view the configured flow track details. The traced flow contains call-associated data, which cannot be edited.